service design

Hacking content delivery

A photographer's workflow during events is a peculiar thing, and we found a way to hack it. They want to deliver the best looking content, so everything is shot with a big digital camera and edited on a computer. But what is the problem with that? Speed and prioritisation, because as a photographer you used to go shoot, then edit and deliver the pictures and go shoot again. Especially ADE has very tight deadlines to deliver and because the event is so spread out throughout Amsterdam it means you need a small army of photographers to make it work.

  • Amsterdam Dance Event
  • Event | Photography
  • 2018 | 2019
  • amsterdam-dance-event.nl/live
  • Real-time content delivery system
How can we make content delivery lean with no consessions on quality?

Canon cameras have a function built in made for sport photographers which allows them to upload photos straight from their camera to a file server. This works best when you have access to a wifi network that you can connect the camera to, the photographer can decide, while reviewing his pictures on the back of the camera to send the photo to the file server. It means that sending the photograph is only a small incursion, and can easily become part of the normal workflow of the photographer.
We did not have a dedicated wifi network throughout Amsterdam, but what we did have were smartphones with hotspots. And so we made it work, with 2018 as a pilot year to work out some of the kinks, 2019 was a great success. The photographers just shot pictures and went from event to event all day and night for a week. While the editing workload was covered by a dedicated editor in an office, coordinating with the content team of ADE. This reduced the workload for and pressure on the photographers meant we did not need a small army anymore to deliver the same content faster then they ever had.

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service design

Content as a service

Wildschieters is a collective of nightlife photographers that produce and deliver content for restaurants and bars all throughout the Netherlands.
The company had some growing pains because of the amount of overhead involved in running the back office. This made scaling up rather costly and difficult. We came in and helped to innovate not only the back office but also their services, strengthening their position as market leader.

  • Wildschieters
  • Event | Photography
  • 2018
  • wildschieters.nl
  • Cloud portal for planning and content
How can we increase the value of our services, without increasing overhead?

In order to add value to their services for their clients we developed and implemented a digital infrastructure that allowed their clients to access their high resolution content indefinitely. Therefore adding value, a unique selling point and a broadening of their existing service. Expanding further on this we helped commission a fully integrated, customized customer portal that allowed customers to plan the days they want to have a photographer on location. Allowed the photographers to fetch weekly schedules based on their availability. And allowed the administration to be fully automated with automated invoicing at the end of the month. This saved overhead, allowing the business to scale while keeping margins high and costs low. They then consolidated all these elements into their content subscriptions, offering content as a service.

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service design

Take control of your content

A part of our business deals with a lot of big files for content production. And backing up and archiving all that data took up a lot of our time. So, we developed a digital infrastructure that automates and streamlines the process. This in turn led to a lowering of overhead and made retrieving data from backups or our archive a lot easier and faster.

  • Retention Cloud
  • Web services
  • November 2019
  • retention.cloud
  • A new tini business
How can we create a seemless data-management experience?

As it turns out, this is a common problem creators are faced with. When we talked to colleagues about our solution it sparked their interest, which led to data management projects for these companies. With these cases we built a brand and defined the service. Want to know more? Visit retention.cloud

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service design

The sound of safety

Most public spaces have an intercom system to communicate important messages in case of emergency. These speakers need to be tuned for intelligibility, in order to guarantee public safety. Calibrating and measuring this sound is an important task carried out by expert sound engineers, usually by travelling to various locations and taking these measurements directly.

  • Into Acoustics
  • Safety and Sound Engineering
  • June 2020
  • intoacoustics.com
  • Prototype | User journey | Service blueprint
How can we create a seemless remote service for acoustic measurements and document the process?

In light of a global pandemic, Into Acoustics reached out to us to help them build a remote system for acoustic measurements and the ability to stream and record the process for educational and marketing purposes. We deployed our system architecture and service design expertise to build a remote acoustic measuring service, functional and usable for multiple users at the same time.

The system has three users. The first is the expert who has to instruct the operator during the measurements. The second is the operator who is on-site and has to set up the equipment to collect the measurements. The third user is the stream director, controlling the output to the stream and recording the whole process. During the measurements, the expert and operator are in constant communication to ensure the highest quality of measurements. For this process to be successful, different design aspects have been taken into account: the functionality, the ease of use (including set up) and the transportability of the technology.

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industry liaison

Educating in remote

The System Change group, which is part of the faculty of Industrial Design, explores the impact of system design in society and business. As part of System Change, Studio Silver focuses on addressing the challenges around healthcare and wellbeing of our increasingly ageing population. Tini studio functioned as an industry liaison for Studio Silver.

  • TU/e Studio Silver
  • Education
  • February 2020 - present
  • tue.nl/studio-silver
  • Six workshops | Coaching
How may we conduct design research for vulnerable groups in remote during a pandemic?

Our role was to bring a business perspective to the academic team of Studio Silver. We did this by offering hands-on workshops as well as coaching sessions to complement the students’ formative experience. Another unexpected challenge was to support Studio Silver with their transition to educate remotely during the corona crisis.

We delivered six workshops, three offline and three online due to the corona crisis. We covered various topics like Design Thinking, Technology and Cultural Probing, Service Design, Data Analysis and User Journey Mapping. Next to these workshops, we coached Bachelor and Master students on a weekly basis. We helped them to continue their projects under challenging circumstances. We brainstormed ways to user test remotely with seniors, their target group. And we facilitated a remote midterm demo day for staff and students of Studio Silver, using our streaming capabilities.

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business transformation

Reshaping quality

The business needs of large corporations are constantly changing due to an evolving market. Consumers all around the world are becoming increasingly aware of the environmental and social impact of large food supply chains. They demand healthier products that are produced in a transparent and ethical way. Because of this, governments are putting stricter regulations in place in order to meet those new demands and to prevent health and climate related crises.

  • Multinational Food Business
  • Food and Pet services
  • March 2020
  • Design sprint | Insights report
How may we go from business as usual to a new, innovative way of working?

In collaboration with PureBRIDGE Consulting we took on the challenge set by the corporate leadership of their Research & Development department to transform their quality control function. The goal was to make quality control inherently holistic, dynamic and innovative in order to build capacity to address their emergent business needs. Over the course of three weeks we engaged in a research process, culminating in a tailored-made design sprint. It combined the Design Thinking approach with change management principles. Due to the recent outbreak of the corona crisis it was delivered not only offline, but also online, for a global team of business leaders.

We delivered our insight analysis in the form of a map, which allowed the company to navigate the complexity of reshaping the quality function. The sprint delivered nine concepts of which three were identified as a priority to start the transformation process.

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strategy design

Empowerment through play

Inequalities caused by lack of diversity and inclusion are a recurring issue. Managers who want to engage in a diversity and inclusivity discussion in the workplace have a great challenge at hand. We wanted to make it easier for these conversations to happen.

  • Multiverse Innovation Toolkit
  • Business consulting
  • July 2019
  • Physical toolkit | Workshop facilitation
How might we engage managers and employees in diversity and inclusivity conversations in a playful and tangible way, so that they can take ownership of their transformation strategy?

We started by researching the topic of organisational power and gained some insights. One of the challenges is for managers to create a safe environment where everyone can share their thoughts as equals. A combination of top-down and bottom-up initiatives, in which managers need to lead by example, is necessary to leverage the concepts of leadership and integrity. We concluded that we needed a tool to elicit constructive conversation about inclusivity and diversity, and transform the insights into action points.

Multiverse Innovation is a change management toolkit made of physical components, a user guide and an open platform. It has been designed to empower innovators to model complex inequality challenges within and outside their organisation.The teams use a simple, non prescriptive guide that brings them through five phases. At the end of the session, the insights can be registered on a digital or physical workbook. It aims to transform insights into action points to change the organisation in a sustainable way.

service design

Digitalising citizen participation

The advent of new technologies has had a dualistic effect on modern day democracies. It allows for more engagement among citizens but can also create echo chambers of political dissent. Governments have taken charge by developing technologies for the good of the democratic process. But even with the best intentions, there are pitfalls that can increase inequality if these technologies are not designed inherently citizen-centric.

  • The Vision Project
  • Government
  • 2018
  • Toolkit | Digital prototype | Workshop facilitation
How can we reconnect with our community and have a clear oversight of their needs and wants?

In Brooklyn, New York, we partnered with the New Kings Democrats who were exploring ways to increase citizen participation. Through our research we gained a few interesting insights. The community is invited to attend meetings that get summarised in lengthy reports, however, the insights gained are rarely visualised in a clear and usable way. Residents are invited to think about problems rather than solutions, they voice their struggles but do not get to participate in creating solutions for the issues that they face. There is a culture of competition rather than compromise, residents tend to only see what affects them personally. When neighbours have different needs, it is hard for them to move beyond their own frame of reference. This is why local representatives can not get broad support on solving all the issues and they end up having to pick and choose. Through a process of co-creation and deep immersion in the Brooklyn cultural context, we realised that the solution resided in shifting their mindset on citizen participation. The gatherings need to be a place for solving problems rather than just debate.

To shift their mindset we developed The Vision Project Toolkit. A public service that enables community leaders, local representatives, businesses and residents to co-create strategies that satisfy the various needs of all the stakeholders. Representatives will have clear maps of what they can do to improve the quality of life in the neighbourhood. Because the residents play a key role in sketching those maps. The physical toolkit contains various elements, including a map of the neighbourhood and a set of pawns that represent various social initiatives. During workshops, residents introduce proposals to solve local challenges or improve the neighbourhood. They collectively decide how much impact an initiative needs to have, how much budget has to be allocated and they can set deadlines for implementation. The results and decisions made on the physical board are uploaded to the open online platform, the digital version of the Vision Toolkit. The online environment is a user friendly and open platform. Based on where they live, residents can give suggestions that complement the initiatives of the offline meeting, give feedback on implemented solutions or continue the discussions online. Representatives communicate the insights gained, accepted proposals and initiatives that are being implemented, involving the stakeholders during the entire process.

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business transformation

Complex sustainability challenges

The United Nations 17 Sustainable Development Goals are policy guidelines meant to support the achievement of social and ecological sustainability across the world. As guidelines, they are not legally binding, but participating nations can commit to achieve certain goals and improve their SDG score in annual indexes.

  • Dragonfly Lab
  • Business development
  • 2019
  • Strategic forecasting | Serious games
How can we develop our business sustainably?

We are committed to develop our business sustainably. That is why we understand the challenges around integrity and transparency other businesses face while trying to make their own operational model more sustainable. We consider sustainable business transformation as a creative process, that is holistic, cross-disciplinary and requires a dynamic approach with a high tolerance for uncertainty.

That is the reason we set up Dragonfly Lab, our SDG innovation lab. It is a space for experimentation on concepts related to sustainable development and enables the creation of new tools and serious games to help organisations engage with these complex challenges.

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